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Ascherer17
Ascherer1716-Pearl
16-Pearl
June 30, 2026

Using the “SendMessage” service on my MailThing will work, but if I set up a Notification to trigger from an event, no email is sent

  • June 30, 2026
  • 3 replies
  • 66 views

I’ve had this same issue with the “Notifications” entities as well. As stated in this topic (https://community.ptc.com/thingworx-developers-185/email-notification-doesn-t-work-90553). Using the “SendMessage” service on my MailThing will work, but if I set up a Notification to trigger from an event, no email is sent.  I set up a subscription to log a message on the same event and it DOES log the message.  Our ThingWorx platform is configured as a HA cluster, currently running version 10.1.1, but this issue has been across multiple versions.

Performing a rolling restart of my individual server nodes seems to resolve the problem and the Notifications ARE triggered for a while, but eventually they stop working again.  I’m curious to know if more people have experienced this issue.

UPDATE: Performing the rolling restart (cycling nodes while platform remains up) is NOT working in today’s instance of this problem.  I believe it worked in the past but seemingly not today.  Maybe the problem has something to do with the cache/Ignite instances?  

3 replies

V
vnamboodheriCommunity Manager
Community Moderator
July 10, 2026

Hi ​@Ascherer17,

Thank you for your question. 

Your post has not yet received any response. I am replying to raise awareness. Hopefully, another community member will be able to help.

Also, feel free to add any additional information you think might be relevant. It sometimes helps to have screenshots to better understand what you are trying to do.
 

Thanks,
Vivek N
Community Moderation Team

T
tmisner16-Pearl
16-Pearl
July 20, 2026

Hello!

Would it be possible to share your ThingWorx Platform log files for further review? Ideally we would want to see two different sets of logs:

  1. Email successfully sent when the Notification triggers
  2. Email not sent when the Notification triggers

If possible please also include the rough timestamp of when each Notification was triggered along with the Entities involved (Thing, Notification and Mail Server). I can compare and contrast each of these log footprints to determine if I can narrow down the issue. 

With all of that said, I completely understand if you do not want to share this information publicly so feel free to message me directly or open up a Technical Support case and share the number with me.

Ascherer17
Ascherer1716-PearlAuthor
16-Pearl
July 21, 2026

Unfortunately, I am not able to share the logs. I’ve delved through them myself (down to TRACE) and never found any kind of errors or indications of what’s going wrong, but it has been a while since I dug in.  

Fortunately for this troubleshooting case, I’m experiencing this problem again.  I created a Timer, run by an Administrator user, to trigger an event each minute (60,000 milliseconds) along with a subscription to log a message every time the Timer triggers.  I then created a Notification to send me an email when the Timer triggers.  I previously verified this sends me an email when the Notifications are working as expected.  

After about five minutes, I see in my Script Log that the subscription has only logged a single message!  Does this possibly point to the Events system?

I will try to submit a case when able.

T
tmisner16-Pearl
16-Pearl
July 21, 2026

Thank you for sharing these details. For clarity are you able to reproduce this across multiple systems? Is this only happening in HA based systems? This could definitely help narrow our scope.

If you are able to open up a case that would be extremely helpful for tracking and raising a bug with R&D if we determine that to be necessary.

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